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The Role of the Ombudsman

The role of Hamline's Ombudsman is to offer options for problem solving and
conflict resolution. These options will vary depending on the issue, but must
be consistent with Hamline's policies and culture, as well as the professional
standards prescribed by the International Ombudsman Association.

The Ombudsman assists visitors to the office by listening
objectively and providing a confidential ear to any concern related to working
or learning at Hamline. The office was created to provide a visitor with a safe
place to discuss a problem with the assurance that no action will be taken nor
will the fact of the visit or anything the visitor says be disclosed.

The Ombudsman is also responsible for providing upward
feedback to university leadership regarding issue types and trends, especially
those that do not surface through other established channels. The Ombuds Office
can serve as an early warning system for emerging issues that will impact the
University.

The Ombuds role includes:

Listening and discussing questions, concerns and complaints

Generating possible options for resolution

Assistance in evaluating possible options

Explanation of university policies and procedures

Referral to appropriate individuals or offices

Information gathering on an informal basis

Coaching for individuals to resolve problems on their own

Informal facilitation of meetings between individuals in conflict

Mediation of conflicts

Helping visitors to bring complaints to others with permission only

Referrals to formal grievance when appropriate or when informal processes
have been exhausted